Contact Centres are a key component to satisfying customer interactions. The right contact centre package can improve customer service, reduce operating costs, boost agent productivity, and increase revenues by:

• Giving your best customers the attentive service they expect
• Reducing call abandon rates
• Matching agents’ skills to caller demands and profiles
• Seamlessly managing voice, email and web interaction

Delivering superior customer service is what OmniWorks® Customer Interface Management is all about. OMNIWorks quickly connects customers to the right resource, manages the interaction and provides the reports you need to optimize contact center operations.

OMNIWorks is an advanced software based Customer Interaction Manager (CIM). OMNIWorks includes the function of a traditional ACD (Automated Call Distribution) and has the ability to extend this function to other media, e.g. E-mail, Web Chat and Web Collaboration to provide Multimedia capability.

OMNIWorks is a multi-media contact centre solution that works in conjunction with Teltronics switching systems (20-20® and Cypreon®) and supports an open message set capable of integrating with any standard telephony switch.

OMNIWorks Email – an email interface to POP3 compliant servers to provide auto-acknowledgement, skills-based routing and management of email.

OMNIWorks IVR can interact directly with your computer system to make purchases, manage customer accounts and handle routine inquiries without agent assistance.

OMNIWorks Collaborative Browsing allows customer service agents and customers to identify and communicate with each other in real-time.

OMNIWorks universal contact routing engine provides skills based routing of email and faxes (via email) to improve handling time by queuing and routing emails sent to specific groups or departments within your organization.